I popped in here to ask a few questions about upgrading to a Smart Phone. There were 2 or 3 gentleman that were available, but seemed uninterested to help, and when I went up to one of them, he turned around to look at his colleague to see if he could pass me off. Not only did this guy misinform me about the different between the HTC Vivid and Inspire, he misquoted prices for the phones and didn't have enough initiative to look anything up, such as what the cost would be for early termination. A disappointing experience. That said, I will not be back to upgrade my phone at the local store. I got way better service from Best Buy and the online chat from AT&T than I did from the local store rep. read more

It's actually sort of shocking how bad the service here is. I don't usually write bad reviews, but the staff at this store aren't available, and then when you finally get help, they don't actually know about AT&T products. I don't blame the minimum wage employees, but certainly the training her is far below expectable. I want to stress - all of the employees here that I've interacted with (quite a few) do not know much of anything about AT&T products and services. read more

If you are looking for wasting hours trying to fix the screw ups they made to your contract, then this is the store for you. The associates only care about their commission and the female manager is as clueless as a new employee. This store seriously makes Sprint seems like a better option. I believe they took the AT&T motto "Rethink Possible" literally, because sells before customer service, always. They are deceiving and they have no idea about their own services, they shamelessly lie to you about contracts, and never actually help you. Go to an authorize retailer, such as, Cellular World, instead. Oh, and would you like some U-Verse with this review, AT&T Petaluma? read more

Service was so rude here. I was frustrated with the very poor service, but the employee (Suzan) told me to watch myself. I was appalled. Never using At&t again. read more

I went to the AT&T store to purchase a new phone. I'm a senior citizen, not tecchy at all, and after waiting a half an hour in the queue for a sales clerk, Ramon (I think is his name) came over. I told him that I was not tecchy and would need help with the phone. Only one iPhone 8 was in stock (according to him). He refused to help me set up the new phone - and said that AT&T only sells the phones and doesn't help with the set up anymore, and that he was the only sales person there (not true, and there were exactly two customers in the store with no one waiting). I had told him at the outset that I did not know how to do that. Needless to say, the almost HOUR that I spent in there was a complete waste of time. Why have a brick and mortar store if they aren't going to give any customer service? If I could give no stars, I would. I just want a new phone, is that too much to ask? read more

Absolutely the worst post sale service I have EVER experienced from a company. At first they were very nice when I walked in helping us immediately. Both my daughter and I were buying phones. First mistake was they told me the phone she wanted was the "same as the one I was buying except the older model..." which was totally wrong since her phone was Windows and I bought a Droid based model. Once she realized I took it back to exchange and even though they recognized the mistake...still insisted on charging me the $35 restocking fee! After talking to the sales clerk for a while, they went to the back to talk to the manager ( who refused to come out and talk to me directly) and had the nerve to say they would waive the fee only if I changed over my TV service to them....what? I have been an ATT wireless customer since 1998. They didn't seem to care. Then I get my first bill and they didn't inform me I would have a $36 per line upgrade fee on top of the amount I paid in the store. Yes, I'm sure this was in the fine print but also pretty simple to bring it up at the time of sale, right?.... I call ATT and they just tell me sorry, only the store can reverse (this is a corporate store, same company!?!) I've been trying to reach them by phone but no luck yet....the local number just goes to an automated system if nobody in the store picks up. When I asked the toll free customer service rep if they are really willing to risk a 14 year customer who averages $250/month billing for a total of about $100 in fees, he said Yes! and he said that his manager won't do anything for me either and proceeded to quote me the amount that would be charged to me for cancelling each of my 4 lines. Still trying to reach the manager in Petaluma and I'll update this post if resolved.... read more

att is terrible. their speeds are slower than they say. their automated calls are relentless, and incorrect! their customer service is completely INEPT. their call wait times can turn into hours. they dont care at all about their customers. they are infuriating and condescending to deal with. if you have ANY OTHER CHOICE in the service you are looking for, do yourself a huge favour: FIND IT ELSEWHERE! one star is 3 too many. read more

HAD to wait forever!! It was a horrible wait, no chairs besides 3 or 4 and I have a toddler so he was running around all over! OH NO! Never going here again! read more

I buy most of my phones here "or i used to" just last week I upgraded my kids phones "and by the way the girl"s" that helped us were great" but this review is on the idiot at Corporate that decided it would be a good idea to take "reservations" to expedite the service, ok so I upgrade my kids phones last week and I bring in the two old iPhones to get a credit on them, I walk in at 3pm and the nice young guy at the door "tosh" I believe says it going to be a 45 minute wait, then he says "hey you can make an appointment that way you do not have to wait" i say great and make an appointment for 4:30 the same afternoon, because I am only going to turn in two phones and have them credit my account? no big deal right? I have to pick up my son from practice at 5 so plenty of time RIGHT!!!! NO WRONG because even if you make an appointment you still do not get service "oh you have to wait for someone to help you" really? so whats the point of making a appointment reservation? so I had to leave to pick my son up from practice, so two trips to ATT STORE and no service. BYE BYE ATT STORE YOU SUCK! read more

Services sucks! I came in to replace my phone, and it's sell, sell, sell. You want u-verse , I-pad, bundle of accessories. Twice I was told I would be paying a certain price, then the bill comes and it's more then they said. This time I had to come back because they put me on a payment plan and insured my phone, when I asked them not to. I called at@t and they said I have to go back to the store to fix it. Waited 1 1/2 to be waited on to fix what they did wrong. As I waited , I watched people who did not have an appointment come in and be helped before me. No manager. I WILL NEVER STEP FOOT IN THIS STORE AGAIN. read more

I don't usually write anything negative as it doesn't accomplish anything positive. But today I'm making an exception. I went to ask for help on my daughters iPhone as it wasn't working as it should. I bought the insurance through AT&T and I was hoping that they could help me out with my claim. I know you can do it online but I was having difficulty with the website so due To time constraints I elected to go to the store. I got some help until it came to my pin which didn't work they changed the pin and told me to come back later then tried to sell me dish tv. I came back later told the greeter I had a claim open and he just told me to do it myself online there was nothing they could do about it. Fortunately I'm fairly tech savvy but if your not I'm not sure AT&T is the place to go. read more

Although I like being special as much the next person, cellular service is not a great place to have an unusual use-case. I live too far out in the country for any physical internet service, and can't have a second satellite dish. So I use a mifi for two laptops, one tv, two printers, and two ipads (when home). I also need service on the ipads when not home. However, I do NOT have cellphones in this mix, those are handled separately. So when I recently chose to drop my Verizon Jetpack service, I knew I was in for some fun. After some painful online research (we're all familiar with the boondoggle known as "comparing cellular service plans") I decided to switch to an ATT shared-data plan for my two ipads and a Mifi/hotspot/whatever. Not surprisingly, it would have to be done in person. Back to the online research, this time to Yelp. I read the reviews for a few stores. Not good. Is it just me, or have cellular stores replaced cable companies as everyone's favorite example of really lousy customer service? (Government agencies don't count). When not training for careers in white collar coercion, sales staff are often defiantly indifferent. In the Petaluma AT&T reviews, I was especially turned off by the "register at the door" trend. I avoid the Apple store for that very reason, and cell stores aren't even close on the Shiny Object Scale. So off I went to an affiliate store, where I befuddled the salesperson for a while by suggesting we swap out the Verizon SIM card on my qualcomm 4510 (aka JetPack). Not possible, and they had no alternative devices for sale. My next option was driving 30 minutes to another affilate store, or coming to Petaluma AT&T. Already somewhat numbed by the first effort, I thought I'd give it a shot and save myself an hour in driving. Guess what? I had a near perfect customer service/tech support experience. Yes, there was a young woman (Lauren) at the door taking names, but there were no lines, and someone was helping me before she had to deal with my pushback. The young man helping me (Taj) let me explain what I wanted, and actually seemed to be listening instead of asking irrelevant questions about my phone use (N/A) or lecturing me on how much stuff I might want to download (about 13G). He did ask Lauren for help on the SIM card question, and explained that she knew more than he did. Always nice to hear from a guy in tech. Taj then proceded to do what I asked: swap out the card in my ipad; give me an additional card for the other ipad; switch my account to the shared data plan I'd selected; set up a new mifi device (after Lauren successfully switched the chip in the qualcomm and we decided it would be too slow); let me make sure everything was working the way I wanted it; and finally thanked me quite graciously and walked me out. Taj and Lauren at Petaluma AT&T gave me exactly what I wanted, in the order I wanted it, at the speed I wanted it. They gave me information I requested, but didn't patronize me. They let me hassle them a little bit, and didn't get overwhelmed or irritated. Thanks guys, this is the way to do it. And in the end, I bought the device and the two year contract, because it was my choice. And I didn't mind at all. Oh yeah, here is the icing on my customer service cake - all this good service, with no wait? It was a Saturday afternoon! read more

Great job. Solved my problem right the away. The manager went above and beyond to get everything done for me. Recommend this place.

I was told I would be receiving a $100 bill credit after 90 days from switching from Verizon to AT&T. Turns out I'm not getting the bill credit because I did not purchase a new phone when I changed service. The sales person either lied to me, or was ignorant about the details of the credit. read more

The store is very nice but the service is poor and Gregory wasn't very helpful. Like seriously I know more than you.

If you are looking for people to set up the completely wrong plan and get a bill for more than 2.5x what you were told. And to then speak to ATT customer service for an hour and get only half the solution fixed. Well then this is the place to go. Highly recommend this place if you want things done incorrectly. read more

I will never step foot into this facility ever again. The first visit, I was helped by Tyler, and he was great, but the second time, I was sized up by the girl behind the register. Snotty and treated me like I was stupid. read more

Terrible customer service. I came in because I had questions about my internet.. they made me wait for half an hour! when I told the worker who was just standing there doing nothing that I had to go, he didnt cared if I left. Just to see what he would say, I asked if there were other AT&T stores in Petaluma because I wanted to "buy" a new Note 4 phone. He immediately responded saying that he would help me that second. I just left read more

Terribly understaffed, the store manager thinks it's acceptable to wait an hour and half to be assisted. When I complained about the long wait I was told that I am no better than anyone else and should wait my turn. I was there to pickup two iPhones. Had I not already paid for them I would have gone over to Verizon. I regret I didn't. read more

Came in for a new phone protector. The employee who greeted me at ATT explained that they were quite busy and I'd have to wait a while for someone to be able to help apply the tempered glass to my screen, so I did what any impatient person would do, bought an $80 plastic lifeproof case. I returned it days later because I hated how cheap the plastic felt. I traded it in for a similar setup to one I had before, and I'm much happier. They did a great job helping me put on the tempered glass screen protector, and I didn't even have to wait because I came when they weren't too busy. read more

Took forever to get someone to help me. When they finally helped us they weren't easy to work with. Not happy with how they aren't willing to work with the customer on extra charges or when you call one person says one thing then when you go in they tell you something way different. read more

The worst customer service store ever , everyone was waiting and no one cares . Has not changed in years , the last time I went in was even worse read more

This store is the best! The experience feels personal and friendly. They go the extra mile to be helpful and informative on plans and products. Compared to other stores I've visited its a standout on service and friendliness. Taj and Luicelle helped me with my questions etc and they both were awesome! Thank you. read more

Two people that I can recommend to talk to are Amber and Ramiro! They are very professional, knowledgable, and very efficient in the process of sale. I visited the store to purchase the iPhone 4S and The New iPad. I have waited a little bit longer then I have expected, but once Amber started to help me I was out of there within 15min. read more

best customer service in all of the northbay at&t locations. I've been to them all too unfortunately. greeted fast even when they were extremely busy. I was helped by a man named brenden who was extremely knowledgeable and professional. He went above and beyond for me even when i was chewing him out (good venting session) he worked through my problems and got me a credit for overages that were my own fault. he even had to get the manager involved, Dave, who was very sincere and sympathetic. nothing less then five stars for this location. read more

I was a disgruntled AT&T customer who left for T-Mobile a few years ago. Recently due to changes in At&T's pricing, I visited the McDowell store and was pleasantly impressed with the customer service and the fact they were no longer requiring a service plan with a 2 year contract. I signed up for phone service, with AT&T. Today i had reason to stop by the store for information about my plan. I was greeted immediately by a customer service person named Taj. This young man was so helpful, calm and pleasant. He took all the time required to help me download a useful app and explain how to use it. I was so impressed with his good old fashioned manners. Very impressed. read more

Very unprofessional, the minute I stepped into the store I was greeted by an egotistical grunt that should be a bouncer at a bar rather than working at a professional establishment as AT&T should be. I was returning my iPhone 7 after getting the iPhone X from Apple. I was told by AT&T over the phone to return my iPhone at the local store and they would gladly receive my phone and make the proper adjustments to my account. This didn't sink in with the door greeter and we almost got into a full blown argument where I was to dispose of my phone. Instead of taking my name and referring me to customer service he continued to disagree with me until a customer service representative interrupted. There after it took another hour for them to figure out how to credit my account and accept the iPhone 7. The solution, to give me a UPS shipping label and send me off with out a shipping box to the UPS store to ship myself. read more

Stacy was great. It was better then talking to the people ATT over the phone. Was a bit slow but it was a complex sweet up switch.

I walked in thinking that I was going to receive some of the worst treatment ever as I saw all of the reviews for this store. BUT to my surprise I was greeted with a smile and a positive attitude. Then I was treated like family when the Store Manager "Vanessa" came over and introduced herself and asked if I had been helped. She was extremely professional very knowledgeable . This Store Manager is one of the good ones if you ask me. I was in and out in no time and I came back several hours later to purchase a phone case just because of the outstanding experience that I had... (and maybe her pretty eyes too). Just goes to show you that if you focus on the customer then they will always return and stay loyal. Thank you Vanessa . read more

Today I had to come in to ATT to trade in a device that I had just bought the day before at a different retailer. I was very stressed about the entire situation and the woman who helped me, Susan, was easily some of the best customer service I have ever had, regarding any and all establishments. She made me so comfortable, kept great conversation going, and made it clear that she genuinely cared about what she was doing. Definitely one of those moments that I will remember for a long time. Best customer service around, and this woman 10/10 deserves a raise. read more

I was happy enough with AT&T until I dropped my phone in the soup. When I went in for a replacement, the sales rep told me I wasn't eligible for a free one, but hey, he could do a work-around by giving me a "ghost line." Fine, but what he failed to mention was that the ghost had a palpable $20 per month charge. Another rep told me later that the ghost line doesn't provide a service, but rather an installment plan to pay for the phone. So a phone that would have cost $160 retail will cost me over the two year contract $480. I've come to think of this as misrepresentation bordering on deception. But wait! There's more. The first sales rep then asked me if I'd be interested in "the manager's special?" I should have seen the bait-and-switch coming. But I'm an elderly codger unsophisticated about the latest baubles. Today only, the manager was offering a tablet (I'd heard of those) for FREE with only $5 a month service charge. Almost sounds too good to be true. When the bill arrived, the service charge through some kind of quantum mystery had become $20, with an additional $20 tacked on because I'd actually tried to use the tablet. So now I'm paying for three AT&T lines totaling over a hundred bucks. I'm a senior on social security. But I think the sales reps target seniors, figuring we don't know much about technology. I'd say, Senior Beware! at AT&T. read more

Just try to get a follow up call back from a tech at the McDowell Blvd., Petaluma store. The store is nice and the in-store service was helpful. But after getting help with a family plan change we later had questions. 3 or 4 calls later and no call back from Crystal. I have since heard from others that they will never call back. Great service ATT:( read more

The service here is awesome this was my first time and BROOKE was really special i recommend everybody to go to this store and look for her she is great. Awesome customer service read more

Go to Walmart an get your cell phone so you don't have to pay the sales tax on the price of any phone you are purchasing. Walmart is the only place only place that has that feature. read more

I had problems with my I-phone and returned to this store because I bought it there. There customer service was less then helpful. My understanding is there just interested in selling phones. I would never recommend them to anyone. Just a place to make a commission selling phone for there staff. Don't bother with this location. Not a official AT&T store just a sign. This does not indicate there prepared to help if you in any way if have any problems after you leave. Not a good place to buy a phone ! read more

No honor policy and bait and switch. This is long but worth it and I promise it will save you lot of future frustration; This store continues to be a disappointment but today was the last straw for me. I purchased a Iphone Case about 10 months ago. When I purchased it I was told that ATT had the best warranty and service and that for a year from my purchase I could bring it back for a full exchange or repair, which was above and beyond the manufacture warranty. Over that time the case has failed twice and I returned it for the exchange. Now it fails a third time and I bring it to replace but really to tell to give something else because this case is not reliable. When I checked in with the sales woman "Brooke" she researched my accounts which showed I have ATT at home also. After several minutes of chatting and her reviewing all my account history she tells me that I have exceeded the return policy which allows me to only return something two times. I told her that I was never told this when I purchased and was actually told just the opposite and for her to show me where I agreed to this. She said it should be on the original receipt but normally we just tell people this. I told you tell a lot of people things and they change all the time. I was to see it in writing as it pertains to my purchase. Then she told that she noticed I had "Uverse" at home and they have a great promotion. She was pretty sure if I agreed to signup she could get the manager to agree to replace my defective case even though they are not obligated to. I said are you seriously trying to duress me into a new contract for my home Internet before you will honor my warranty? She said of course not but it would really help and this is there policy. I told her to show me the receipt and where it states the only 2 times return policy. Well she finally found it and printed it and sure enough it doesn't say that. She then tells that this is the policy now and I told her my receipt says differently. She wanted to argue her point further stating maybe she can get the manager to agree but not likely. At that point I did not allow her to waste anymore of my time. I told her I would rather Yelp the store and buy a new case at the Apple where I have never had an issue then give you any more business and warn others of your training and tactics. This not the first time I have had poor service but the store was close to my home and I like to shop locally but sometimes you just can't. I'm in sales and it's truly saddened me that this type of half truth, bait and switch selling is so prevalent in this store. If you would like to read my receipt let know but stay away. Better to shop anywhere but ATT Stores. read more

Absolutely the horrible customer service! I got anxious just walking in the door. Was there on Thursday night for an upgrade on my phone. The customer service person Susan was nice, and after some time explaining their new programs it would cost me $5.00 per month more than I currently paying. Come to find out they didn't have any black iPhone 5s in stock. Went back this morning expecting to get in and out. I knew exactly what I wanted. Worked with a guy there who informed me the new program would cost $25 or $32.50 more per month depending on my choice. Not what was originally explained to me. After leaving and thinking about this I returned to the store and was waiting my turn when they allowed someone who came in after me to served first. Talked to the manager but received little satisfaction. AT&T does not care for their customers, and has poorly trained personnel who don't even know what they're selling. Their new programs are another corporate screwing of customers. read more

The service here is absolutely horrible. I went in here looking to buy a screen protector for my Galaxy S4. I waited 10 minutes to even get into the queue because the dude with the iPad was bulls%$ting with someone. Once in the queue he asked me what I was after. I told him and he was nice enough to go check to make sure they had the screen protector in stock. He came out a few minutes later and said they had one left and that someone would be with me soon. At least 5-10 minutes go by again. and the check-in guy brings over the screen protector he grabbed out of the back room and says, 'oh sorry, it looks like we only have this one in stock. It protects the front and back of the phone, but it's $30'. I told him I want the $8 - $10 variety because I have a high end case already to protect everything BUT the screen. He then said yeah, that's all they cost but we don't have any in stock. It would have been nice to know that without wasting over 20 minutes of my time. AT&T is missing the boat by not devoting ONE employee to running an accessory counter. I won't be back in there again. read more

Anthony F has helped me on several occasions over the past couple years. His attitude and expertise have always been excellent.

Our wait times was over an hour long. Then we had to call their authorization line, being put on hold even longer. While we were on hold, the AT&T sales person left us and made us get back in line for assistance. I overheard another customer thanking their sales person for spending three hours with them. Finally, our salesperson informed us of their plans, of which were so confusing, they had difficulty explaining them. All in all, the service is set up poorly and executed even worse. Avoid this place at all costs. read more